Month: September 2009

In 1991 Siebel introduced the concept of a CRM Suite.  The first complete version came along shortly after, and the first successful, complete implementations were around 1995-1996. In November of 2007 Oracle, Siebel, and Microsoft announced their first "Social CRM"-aware products, and it was only earlier this year that Paul Greenberg set a working definition …

Continue reading "The Slow Path to SCRM"

Earlier this week I moderated an SCRM panel for the CIO and IT Executives of the Bay Area meetup group.  We covered all sort of topics in 90-minutes (there is link to the video at the end), and here is my summary. First, the level of people in the panel was exceptional: Chris Carfi , …

Continue reading "The SCRM Panel: My Notes…"

Fifty percent of CRM Projects Fail. Thirty Five Percent of all IT Projects Fail. Do you know why? Asuret does. You probably read Michael Krigsman column on ZDNet dealing with failure.  If you can say this without smiling, he knows how to fail.  He also knows how to prevent it.  His company is Asuret and …

Continue reading "Only You Can Prevent Project Failure"

If he’s not careful, Anthony Nemelka may become the Paul Lynde of guest bloggers. This is his second guest blog post this week and surely not his last.  Anthony is a long-time veteran of the CRM industry, having previously served as a senior executive at both Epiphany and Peoplesoft and most recently co-founder and CEO …

Continue reading "What Social CRM means for the IT Department"

John F Moore recently wrote in his blog, and Paul Greenberg concurred, that we need to move beyond just Customer Service for Social CRM.  Today I am privileged to have Allen Bonde write a guest post on Social Marketing.  In case you don't know Allen, he was the head of his own research group (The …

Continue reading "The Three Rules for Making Social Marketing Work"

Master Interviews: 1 – Frank Eliason (@comcastcares) talks about justifying SCRM Master Interviews: 2 – Marshall Lager (@Lager) talks about the Future of SCRMMaster Interviews: 3 – Bob Warfield @BobWarfield) talks about the World of SCRM In case you don't know Ed Thompson, he is the Gartner analyst doing research, writing, and presenting on Customer …

Continue reading "Master Interviews 4 – Ed Thompson of Gartner on Social CRM"

Will Social CRM eventually be viewed as an extension of existing CRM or as just one critical component in adapting to the realities of a Web-connected world? Will companies deploy SCRM as a result of thinking “how can we improve customer relationship management?” or will they deploy SCRM as a result of thinking “how can we transform ourselves into a socially-driven business?”

If you have been following the #SCRM Accidental Community on Twitter lately you probably have seen my crazy rants against -- well, anyone out there who calls SCRM a market, or a technology - or anything other than new channels for CRM. This post is an attempt to summarize some of those rants and move …

Continue reading "I Am Not A SCRM Market Expert, I Just Play One On Twitter"

This is the first of what will be many different perspectives on Customer Experience. Today we have a post by a very accomplished brand expert.  He is currently leading his own firm (Brandfields) where he works with leading clients creating brands that connect people and companies.  Prior he was the Creative Director for re-branding UPS …

Continue reading "Guest Post: A Different Perspective on Customer Experience"

Master Interviews: 1 - Frank Eliason (@comcastcares) talks about justifying SCRM Master Interviews: 2 - Marshall Lager (@Lager) talks about the Future of SCRMContinuing with the series of Master Interviews, I want to bring you the perspectives of Helpstream's CEO Bob Warfield.  You probably have read his very eloquent and poignant posts, or seen him …

Continue reading "Master Interviews 3 – Bob Warfield on the World of SCRM"